InMoment XI

MARCH 2, 2022

This article was originally posted on CustomerThink.com. Covid-influenced working conditions have contributed to employee disconnection from company culture, disaffection, and even emotional burnout, resulting in high prospective churn rates in many business sectors, i.e. “The Great Resignation”.

Culture 195

Culture Connections Company eBook 195

Beyond Philosophy

NOVEMBER 17, 2014

Keeping employees happy and motivated is an agenda item that is on everyone lips, but little action seems to be happening. As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. What Walmart and Google Show Us About Employee Engagement. Take Walmart as an example.

Employee Engagement 164

Employee Engagement Engagement ROI Course 164

The DiJulius Group

APRIL 3, 2025

summary In this episode of the Customer Service Revolution Podcast, John DiJulius discusses the critical role of employee feedback in shaping company culture and improving customer experience. Read Full Article The post 198: The Value of Outspoken Employees appeared first on The DiJulius Group.

Employee Engagement 86

Employee Engagement Culture Feedback Groups 86

ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. He writes about how employee engagement and customer experience can enhance business performance. Achieving success in business goes beyond offering quality products and services.

Employee Engagement 143

Employee Engagement Engagement Strategy Effort Score 143

CX Journey

JULY 13, 2017

Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about? It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low. It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low.

Employee Engagement 128

Employee Engagement Engagement Rewards Programs Airlines 128

The DiJulius Group

AUGUST 18, 2023

Read Full Article The post Want to Boost Employee Engagement? Build This Kind of Culture appeared first on The DiJulius Group. It could have been something so simple, but it was clearly a surprising “wow” moment for the other person, leaving a positive impression on them. The day-maker does. And that is exactly what the.

Employee Engagement 98

Employee Engagement Culture Engagement Groups 98

Experience Investigators by 360Connext

NOVEMBER 5, 2014

That’s why I was so intrigued when I read an article in the Chicago Tribune about how some organizations are encouraging employees to read everything from business books to novels to help promote understanding, empathy and career development. Maybe instead of books you recommend articles or blogs to discuss.

Customer Experience 273

Customer Experience Net Promoter Score Employee Engagement Culture 273

The DiJulius Group

APRIL 14, 2021

Customer Service Feature Story The foundation of every great culture is built on strong leaders who constantly recognize their employees’ contributions. Read Full Article. The post Want Stronger Employee Engagement? Engage Their Families appeared first on The DiJulius Group. He says, “I asked one of my.

Employee Engagement 116

Employee Engagement Engagement Banking Tips 116

InMoment XI

JUNE 23, 2017

The strongest companies embrace their culture and the engagement of people who comprise it. Most traditional and effective Voice of the Employee programs focus on learning from employees about several key areas. View Article.

Employee Engagement 150

Employee Engagement Engagement Survey Leadership 150

InMoment XI

JUNE 23, 2017

The strongest companies embrace their culture and the engagement of people who comprise it. Most traditional and effective Voice of the Employee programs focus on learning from employees about several key areas. View Article

Employee Engagement 150

Employee Engagement Engagement Survey Leadership 150

Russel Lolacher

MARCH 22, 2021

And making that extra(ordinary) effort with your colleagues, your coworkers, your employees will only help foster a culture of community and connection (that’s a lot of C-words). Importance of Engagement. Why should you leap tall buildings in a single bound (metaphorically) when it comes to employee engagement?

Employee Engagement 124

Employee Engagement Engagement Employee Experience Culture 124

Alida

APRIL 28, 2016

In a recent article for VentureBeat , Andrew Reid, founder and president of corporate innovation at Vision Critical, steps into the battle between Dan Lyons and Hubspot. And when it comes to corporate culture, Hubspot has touted itself as a “ lovable company.” Engage with empowered employees.

Employee Engagement 100

Employee Engagement Culture Engagement Handbook 100

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage!

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

The DiJulius Group

APRIL 21, 2024

Employee Engagement Has Fallen to an 11-Year Low; Gen Z & Work from Home Dropping the Most A new Gallup study reveals employee engagement has fallen to its lowest point in 11 years. Read Full Article The post Employee Engagement Has Fallen to an 11-Year Low appeared first on The DiJulius Group.

Employee Engagement 98

Employee Engagement Engagement Study Groups 98

ECXO

JUNE 11, 2023

With their 1998 Harvard Business Review article “Welcome to the Experience Economy” (and 1999 book), Joe Pine II and James Gilmore introduced the term Customer Experience as the next competitive battleground. Speth went on to say that “to deal with those issues we need a spiritual and cultural transformation”. But I was wrong.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 They are easy to use.

Banking 138

Banking Culture Employee Engagement CEM 138

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Identifying and communicating the desired culture is only the beginning.

Employee Engagement 80

Employee Engagement Banking Culture Engagement 80

Michel Falcon Experience

NOVEMBER 20, 2019

Employee engagement strategies are one way that I’ve built my business and career. My three core focuses are employee engagement, customer experience and company culture strategies to grow a business. Please know that our company has nearly 200 employees so I’ve seen this firsthand. She is already engaged!

Employee Engagement 89

Employee Engagement Engagement Culture Guest Experience 89

CX University

MAY 16, 2023

In addition, employee engagement is also a critical factor that affects the customer experience. Engaged employees are more likely to deliver exceptional service, be productive, and create a positive work culture that encourages teamwork and innovation.

Employee Engagement 98

Employee Engagement Engagement Customer Experience Advertising 98

ijgolding

JUNE 14, 2017

Each article has taken me on a personal journey, delving into my own experiences of putting into practice (with varying degrees of success), the things I continue to share with, teach and guide, practitioners and clients alike, all around the world. Another example is the subject of this, my penultimate article, in the series.

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

InMoment XI

MAY 24, 2022

This article was originally posted on CustomerThink.com. 1: Employee Satisfaction. The enterprise EX improvement and insights journey path often begins with very basic employee satisfaction, as companies are principally looking to manage and measure behavior at a macro level. 2: Employee Engagement.

Employee Experience 221

Employee Experience Customer Experience Employee Engagement Culture 221

BlueOcean

DECEMBER 2, 2024

The insight about exceptional customer service and the customer experience is still rock solid, and so we decided to revisit the article entering 2025. Today, what matters most is the cultural fit. What role do employee engagement and incentives play in your success? Empathy is key.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

eglobalis

SEPTEMBER 19, 2024

By fostering a workplace where employees feel valued, trusted, and able to contribute meaningfully, organizations can create an environment where innovation thrives, and transformation efforts yield tangible results for customers.

Customer Experience 299

Customer Experience Leadership Innovation Roadmap 299

The DiJulius Group

MAY 6, 2020

Customer Service Feature Story How to Go From Good to Great Employee Engagement By Jess Pischel, CX Consultant Employee engagement and employee satisfaction have two very different meanings, although the two words are often used interchangeably. Read Full Article.

Employee Engagement 91

Employee Engagement Engagement How To Consulting 91

InMoment XI

AUGUST 31, 2017

Think about it: MRP, MRP2, ERP, Employee Engagement, Performance Management, Enterprise systems, Distributed systems, CRM, CEM and CX, OPX, Six Sigma, layered with black, green, yellow belt versions, then LEAN Project Management, and CPIM, View Article.

CEM 150

CEM Culture CRM Employee Engagement 150

InMoment XI

AUGUST 31, 2017

Think about it: MRP, MRP2, ERP, Employee Engagement, Performance Management, Enterprise systems, Distributed systems, CRM, CEM and CX, OPX, Six Sigma, layered with black, green, yellow belt versions, then LEAN Project Management, and CPIM, View Article

CEM 150

CEM Culture CRM Employee Engagement 150

InMoment XI

SEPTEMBER 20, 2022

This article was originally posted on Quirk’s Media. This is as true for employee experience (EX) as customer experience (CX). A large national financial services company, concerned that it was experiencing over 30% turnover among new employees, decided to give them a 13% bonus. What keeps them there.

Customer Experience 195

Customer Experience Employee Engagement Culture Conference 195

CX Centric

FEBRUARY 11, 2021

Speaking to many business leaders especially in my part of the world, I am always keen to find out the overall culture that they set out to create. Today, I propose a culture of ‘customer-centricity’ where employees are encouraged to continuously learn about their customers, and are given the space to innovate to offer better experiences.

Culture 105

Culture Leadership Roadmap Customer Centricity 105

Integrity Solutions

JUNE 18, 2021

Here are 10 sales coaching articles that can inspire new thinking, motivate your sales leaders and ultimately move the needle on your sales team’s performance. Our Favorite Sales Coaching Articles. It also offers several lessons for creating a coaching culture that truly works. The Law of Limited Performance.

Sales 96

Sales Leadership Infographics Culture 96

InMoment XI

DECEMBER 16, 2021

T his article was originally published on CustomerThink. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. Company goals now include building a corps of employees who perform at proactive, customer-centric levels beyond engagement and satisfaction.

Company 195

Company Communication Culture Employee Experience 195

Lumoa

FEBRUARY 9, 2023

If you want to know, how B2C CX is different from B2B CX, check: this insightful article, written by Lynn Hunsaker “ The big difference between B2B customer experience and B2C ” in MarketingMag Brand Experience Brand experience is how you design, see and want your customer experience to be.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Busting 3 Massive Myths About Employee Engagement by Christine Comaford. My Comment: I smiled when I read this article.

Customer Service 87

Customer Service Airlines Employee Engagement Rewards Programs 87

SurveyGizmo

FEBRUARY 12, 2020

More and more companies are recognizing the human and business benefits of prioritizing employee engagement. They are infusing engagement into their company DNA and, together with SurveyGizmo, have created a continual feedback loop to fuel a 10-fold increase in their Employee Net Promoter Score (eNPS).

Employee Engagement 81

Employee Engagement Interaction Feedback Net Promoter Score 81

ShepHyken

DECEMBER 16, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Employee Engagement: 4 Keys to Delivering Exceptional Customer Experience by CIO. Not just with front-liners, but with all employees.

Customer Service 83

Customer Service Employee Engagement Social Media Fashion 83

Experience Investigators by 360Connext

OCTOBER 5, 2021

And then there are those leaders who don’t even have CX in their title, like Chief Marketing Officer or Employee Engagement Director. Related: [Article] An Introduction to Customer Journey Storyboarding. There are CX leaders who have titles like Customer Success Manager and Contact Center Supervisor.

Customer Journeys 367

Customer Journeys Social Media Contact Center How To 367

ShepHyken

APRIL 22, 2022

This week, we feature an article by Luke Jamieson, Regional Director at Centrical , the next-gen employee engagement and performance platform. He writes about the importance of engagement and employee experience to an organization’s productivity to business success. A virtuous cycle of employee engagement.

Engagement 130

Engagement Employee Engagement Employee Experience Contact Center 130

InMoment XI

NOVEMBER 30, 2023

Employee Engagement Your employees are integral to your brand’s reputation. A positive internal culture translates into positive external perceptions. Journalists often seek expert opinions to provide valuable insights in their articles. Key Features and Functions 1.

Brands 284

Brands Management Multi-Channel Social Media 284